0845 226 8026 or 01825 721162
Mon to Fri 8am to 5pm
Terms and Conditions
Customer Service Monday to Friday 8am to 4pm the quickest way to contact us
is via the telephone on 0845 226 8026. (see next paragraph). You will often be able
to contact us outside normal working hours and there is also an answerphone out
You can also email us via the 'contact us' link - email is monitored evenings
and weekends. If you prefer to write, our postal address is listed on the "About
Our 0845 Telephone Number We use an 0845 number because we it gives us the flexibility
to change, move, or upgrade our telephone system. 0845 numbers used to be called
"local call rate" numbers because BT residential customers on standard tariff pay
the rate for a local call. However nowadays there are many different providers and
tariffs, and calls made using other service providers or mobiles may cost more.
0845 numbers are now called "special rate" numbers. All we can say about your call
charges is that on landlines BT customers pay up to 5p per minute, but for other
service providers calls charged are charge at special services basic rate. Plants4Presents
do not receive any call charges. If you don't want to use the 0845 number, or you
are calling from abroad, then at present our underlying number is 01825 721162 -
this may change in the future.
Prices Prices vary all the time according to the stock available.
The price you pay is the advertised price at time of order. The greeting card and
the planter (pail or basket) are included in the gift price unless otherwise shown.
All prices include VAT. Prices on the home page normally exclude Delivery. Delivery
charges vary according to your choices, but are clearly stated on the Order Form.
The total price shown on the right hand side of the order form is the price that
you will pay when your credit card is authorised. The price breakdown is shown on
the email order confirmation which will be sent when the payment has been taken.
Substitution We advertise only what is available. However when we come to
select your present on despatch day we may find that the plant you have chosen is
not in peak condition. This is unlikely, but if it does happen we reserve the right
to substitute another plant of equal value or greater value that is in better condition.
We do this very rarely, and we always attempt to contact you by phone and email
to see whether you would rather wait for new plants to come in or if and what you
would prefer as a substitute. If we cannot reach you in time, we will take a decision
whether to make a substitution in order to meet your delivery date. If we do substitute
without your permission then you do of course have a right to cancel the order for
a complete refund and arrange for the plant to be collected at our expense. Just
inform us by email or phone within 7 days of the substitution being received. Please
take care of the plant before it is collected, and return it in its original packing.
Order Confirmation An email order confirmation is generated automatically when
your order is placed - which is why we ask you for your email address on the order
form. This is a very important document as it contains all the details of your order,
including terms and conditions. It is the only written copy of your order, and the
only receipt we supply
Please check the order confirmation carefully, particularily the delivery date and
address, the card message, and the payment taken. If you need any corrections or
additions we are happy to make these for you as long as your email or telephone
call reaches us in time.
Cancellation If you change your mind after placing your order then please
phone us on our customer service line and we will cancel your order and refund your
payment in full provided your present has not yet been despatched.
If you change your mind after the plant has been despatched then you may have a
right to cancel under the Distance Selling Regulations (see below).
What are my rights under the Distance Selling Regulations? The Regulations do not apply to flowers and plant gifts. They
do apply to citrus food, pails and planters, books, and all non-perishable items.
Under the Distance Selling Regulations, if you are contracting with us as a consumer,
you have the right to return products purchased online or by telephone up to 7 working
days after delivery, starting the day after you receive the order. You have the
right to a refund for the returned products (excluding delivery charge). You must
take reasonable care of the goods whilst in your possession and they must be returned
to us promptly at your cost. You must inform us of the cancellation of the contract
- please send us an email or give us a call or send us a letter. This is not intended
to be a full statement of all your rights under the Distance Selling Regulations.
Full details of your rights under the Distance Selling Regulations are available
from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards
Office. Where the Regulations apply full details of how to exercise your rights
under the Regulations are set out in the despatch notification email.
Our Guarantee We check all plants carefully by hand before despatch and take
all complaints extremely seriously. If you are in any way disappointed with the
plants received, please telephone or email within 7 days of receipt. If we can establish
that the goods were substandard or damaged in transit we will offer to send a replacement
free of charge. In the unlikely event that your plant appears to be suffering on
arrival or that it detoriates within a few days of arrival please do contact us
immediately. If our customer care team are unable to assist you in returning your
plant to good health within a month we will offer a replacement free of charge.
In the majority of cases a change of situation or watering regime will save an ailing
Unfortunately as plants are living things they can arrive healthy but fail because
of some factor in their new environment or care regime. If you fail to inform us
of a problem within 4 weeks of receipt then we have to assume that the plant must
have arrived in good health. In such cases you will not normally be eligible for
a free replacement, however our customer service team are always on hand to offer
advice and to answers questions on the ongoing care of any of our plants.
Delivery Dates When you place your order you choose your delivery date from
the available dates on the calendar provided. This is shown on your order confirmation.
Over 99% of deliveries arrive on the delivery date. For courier deliveries or Special
Delivery we will normally refund the cost of next day delivery in the (unlikely)
event of the delivery being late. Please contact us by phone or email to request
this delivery refund. This guarantee does NOT apply to the circumstances listed
in the next paragraph.
Circumstances outside our control There are a number of situations where despite our very best
efforts, a delivery is late for reasons outside our control. In these exceptional
cases we cannot accept liability, and cannot offer a refund of the delivery charge.
The first is if the address was incorrect (see royal mail web site at royalmail.com
to check your addresses) or a signature was requested and no-one was in, or if a
signature was not requested but there was no one in and no safe place to leave the
The second exception is if this was a delivery of a small item such as citrus food
or a voucher, where delivery is included in the price, and items are sent by 1st
class post. We cannot 100% guarantee a delivery date for first class post, although
over 90% of first class packets are received on the day expected. The third case
is where there is some calamity outside our control - what used to be called an
"Act of God" and is now often called "Force Majeure". This covers snow, ice, flood,war,
terrorism, plane crash, strike, embargo, etc. It applies to the kind of widespread
disruption to the road network caused by snow in the winters of 2009 and 2010.
Be assured that we will still do our very best to deliver on time, even if these
exceptional circumstances apply.
Deliveries at work If the present is delivered to a work address it is quite usual
for someone in reception or in a mailroom to sign for the box. In such cases we
cannot be responsible for the transfer of the box from the point of receipt to the
addressee - our service is complete when the box is received and signed for.
Unattended Deliveries If you choose the 'can be left' service (ie courier delivery
with no signed receipt) then the driver will leave the box where instructed and
report back on his delivery sheet where it was left. If possible leave specific
instructions in the delivery instructions box on the order form. Remember that the
box could be outside in severe weather conditions, so choose a sheltered spot. Please
be assured that our drivers do tend to use their common sense and leave boxes out
of sight from busy throughfares. However please do be aware that if you have authorised
the box to be 'left safe' we cannot be responsible for what happens to the box after
it leaves the driver's care - our service is complete when the box is left where
The Law Nothing explained above takes away your statutory rights as